Customer Service Payroll Specialist

RYAN SWINDERMAN

Baden, PA ***** 330-***-**** ***************@*****.*** linkedin.com/in/ryanswinderman TEAM LEAD-CLIENT SERVICES PAYROLL SPECIALIST CLIENT ESCALATIONS Six years of experience in payroll processing for a travel agency with 30+ employees. Role included reconciliation of payments and commissions as well as bookkeeping and bill pay. Extensive experience in financial and client services, specializing in resolving high-priority client escalations and ensuring timely resolution through effective team leadership. Impactful professional with a strong focus on process improvement, security administration, and customer service excellence. Demonstrates a commitment to fostering collaborative environments and enhancing operational efficiency, aiming to leverage skills in a challenging role in financial services. Core competencies include:

Customer Service Team Leadership Problem Solving Microsoft Office Suite Risk Management Training Documentation Process Improvement Account Management Security Administration Analysis EXPERIENCE

Upon a Star Travel, LLC

Senior Payroll Administrator and Accountant September 2018 - April 2024 (concurrent) Processed bi-monthly payroll for a team of 30+ travel agents using Travel Agency software in conjunction with payroll processing software at the bank.

● Reconciled monthly statements with payroll processing to ensure error-free work was completed.

● Processed non-standard payroll transactions using wire transfer, Bill Payment and manual checks.

● Provided leadership with cost-saving ideas upon reconciliation where better efficiency was needed.

● Led additional efforts in bookkeeping and bill payment. Fidelity Information Services (FIS)

Product Support Representative III, Client Office November 2023 – July 2025 Led the process of resolving incoming high-priority client escalations where initial resolution efforts were deemed insufficient. Exceeded internal metrics on resolution times and provided timely updates.

● Organized and led internal and external bridgelines in pursuit of resolving escalations and engaging additional resources when needed.

● Ensured timely progress and resolution of escalations by holding resources accountable to meeting deadlines and providing updates on all outstanding parts of the resolution lifecycle.

● Conducted research, generated reports and performed analysis as needed for the team. Service Delivery Assistant February 2023 – October 2023

● Provided analysis and research to Service Delivery Managers in anticipation of client inquiries.

● Conducted weekly ticket reviews with internal resources to ensure open issues are brought to resolution.

● Generated ad hoc reports via Excel and reporting programs to demonstrate trends in ticket lifecycle.

● Led efforts to eliminate duplication and reduce outstanding tickets while ensuring timeliness in resolution. Team Lead, Customer Care Support Center November 2011 – January 2023

● Led a team of 10+ agents in processing customer incident tickets, monitoring and providing security administration for internal and external users.

● Implemented systems to monitor employee access and facilitate better controls for user access.

● Trained all new employees in the department of 20+ employees on policies and procedures to ensure quality work and reduce errors.

● Created and maintained documentation to allow for standardization of all department procedures.

● Ensured quality processing by reviewing work output and conducting periodic meetings with employees to ensure uniformity and attention to detail.

ADDITIONAL RELEVANT EXPERIENCE

Huntington National Bank

Account Relationship Specialist, Treasury Management Department EDUCATION

Accounting Major, Business Administration and Communication Minor, Mount Vernon Nazarene University

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